Nicolas Cisneros
Technical Support Analyst
Alajuela
Summary
Experienced technical support professional prepared to excel in senior role. Strong background in troubleshooting, system administration, and customer service. Known for effective team collaboration, adaptability, and achieving results. Skilled in networking, software diagnostics, and technical documentation. Valued for problem-solving abilities, clear communication, and reliability.
Overview
9
9
years of professional experience
1
1
Language
Work History
Level 2 Technical Support Analyst
Auxis
10.2022 - Current
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Diagnosed network problems involving combination of hardware, software, power and communications issues through effective troubleshooting techniques, enhancing the user experience.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration with cross-functional teams to develop solutions for recurring technical problems.
- Enhanced team productivity by sharing knowledge, resources, and best practices with colleagues.
Licensing Specialist
Accenture Technology Solutions
08.2020 - 09.2022
- Adapted selling approach based on individual client needs, fostering trust and credibility with a diverse customer base.
- Identified upselling opportunities within established accounts by understanding client goals and aligning additional product offerings accordingly.
- Demonstrated product expertise, providing in-depth presentations and responding confidently to client inquiries.
- Mentored junior team members, sharing knowledge of best practices and contributing to overall team success.
Senior Relationship Manager
Tek Experts
06.2019 - 08.2020
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Maintained knowledge on Microsoft Licensing products to provide optimal service support.
- Enhanced team performance by mentoring junior relationship managers on best practices in client service and product knowledge.
Senior Technical Support Specialist
Dell Technologies
01.2018 - 05.2019
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
- Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
- Served as a subject matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
Technical Support Representative
Hewlett Packard Enterprise
06.2016 - 12.2017
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Education
Associate of Science - Software Engineering
Universidad Tecnica Nacional
Alajuela, Costa Rica 05.2001 -
Associate of Arts - English As Second Language
Universidad Tecnica Nacional
Alajuela 05.2001 -
Certificate - Https://www.efset.org/cert/XEkKR9 - English C2
EF SET
Remote 05.2001 -
Skills
Remote technical support
Technical issue analysis
Problem-solving
Adaptability and flexibility
Customer service
Data analysis
Timeline
Level 2 Technical Support Analyst
Auxis
10.2022 - Current
Licensing Specialist
Accenture Technology Solutions
08.2020 - 09.2022
Senior Relationship Manager
Tek Experts
06.2019 - 08.2020
Senior Technical Support Specialist
Dell Technologies
01.2018 - 05.2019
Technical Support Representative
Hewlett Packard Enterprise
06.2016 - 12.2017
Associate of Science - Software Engineering
Universidad Tecnica Nacional
05.2001 -
Associate of Arts - English As Second Language
Universidad Tecnica Nacional
05.2001 -
Certificate - Https://www.efset.org/cert/XEkKR9 - English C2
EF SET
05.2001 -
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